opening title slide. agenda survey’s purposes who was asked, who responded scales and validity...
TRANSCRIPT
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Opening Title Slide
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Agenda
• Survey’s Purposes
• Who Was Asked, Who Responded
• Scales and Validity
• Survey Highlights
• Next Steps
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Survey’s Purposes
• Gauge Satisfaction Levels with Services
• Find Out What’s
IMPORTANT to Clients
• Provide Data for Strategic Planning
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444
Scales in the Survey
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Validity
95% Confidence Level
Target Confidence Level .2
3.30 3.50 3.70
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Service Areas We Asked About
• Computer Network Services• Remote Access• Email• Getting Help with Computers• Computer Training• Hardware Services• Administrative Apps• JeffCal• Web Services
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+ Email and Wired Network +
Question Mean Tot Sat
Count
Q23a. Email system uptime and availability
4.56 86% 870
Q26a. TJU email and Webmail overall
4.56 87% 875
Q19a. Wired network speed and performance
4.56 85% 764
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+ Pulse and Banner +
Question Mean Tot Sat
Count
Q27d. Pulse 4.67 90% 813
Q27b. Banner WEB for Students
4.55 86% 337
Q27a. Banner 4.48 86% 469
Q27c. Banner WEB for Faculty
4.39 83% 307
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Connectivity
• Whatever
• Wherever
• Whenever
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Wireless Connectivity Is a Priority
Question Mean Tot Dis
Count
Q18b. Availability of the wireless access for visitors
3.03 57% 230
Q18c. Availability of wireless coverage
3.40 48% 336
89% of respondents indicated that additional wireless coverage was important. (n=640)
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Remote Access Is Also a Priority
Question Mean Tot Dis
Count
Q22b. Ability to access TJU resources while traveling
4.02 30% 490
Q22a. Ability to access while working from home
4.22 24% 682
92% of respondents indicated that improved remote access was important. (n=702)
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JeffCal
Question Mean Tot Dis
Count
Q30a. JeffCal overall 3.26 51% 283
With the exception of “JeffCal system uptime and availability”, JeffCal received very low ratings across the board, with ratings ranging from 3.24 to 3.59, and dissatisfaction response counts ranging from 40% to 52%.
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Web Services
Question Mean Tot Dis
Count
Q32a. TJU’s Web services: The process for creating a new site
3.66 42% 271
TJU’s Web services also received low ratings across the board, with ratings ranging from 3.59 to 3.85, and dissatisfaction response counts ranging from 36% to 42%.
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Help Services
Question Mean Tot Dis
Count
Q8c. Computer support services: The turnaround time for resolving your problems
3.93 33% 751
Q14a. TJU help and support overall
4.25 23% 855
Ratings were better than some, but n was high.
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+ Help Services +
Question Mean Tot Sat
Count
Q8f. The technical ability of the support staff at Jeff-IT
4.56 83% 742
Q8e. The technical ability of the support people providing support in the TAC
4.48 82% 722
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Helping People Help Themselves
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Helping People Help Themselves
88% of respondents said improved Web-based self-help information was important.
89% of respondents said it was important to have an authoritative source of information on how Jeff-IT is organized and how to access the services it provides.
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Jeff-IT Overall
Question Mean Tot Sat
Count
Q39a. Jeff-IT Overall 4.25 78% 863
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So What Does This All Mean?